Last updated on 2024年4月15日

What do you do if clients give negative feedback during contract negotiation?

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Navigating negative feedback during contract negotiations can be a daunting experience. However, it's a common part of the process where your prowess in contract negotiation skills is put to the test. You may face criticism about terms, pricing, or other contract details. The key is to remain calm and professional, seeing the feedback as an opportunity to understand your client's concerns and improve the agreement to suit both parties' needs. It's essential to listen actively, communicate clearly, and work collaboratively towards a solution that satisfies everyone involved.

本文章的要点总结

Seek clarification:

When negative feedback comes up, engage the client with questions to understand their perspective better. This can turn a tense situation into a collaborative problem-solving session.
Schedule follow-ups:

After addressing the feedback, set future meetings to review if the solutions are working. It's a proactive way to show you value client satisfaction and continuous improvement.

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Joshua K.

Connecting Businesses with…
Shella Chen-Jones

Contracts Manager at RB Health and…

1 Listen Carefully

When faced with negative feedback, your first step is to listen. This isn't just about hearing the words; it's about understanding the underlying concerns and emotions. Let your client express their views without interruption. By doing so, you demonstrate respect and a willingness to understand their perspective. This can help de-escalate any tension and create a foundation for constructive dialogue. Remember, the goal is to reach an agreement that benefits both parties, and that starts with a clear understanding of each other's positions.

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Muhammad Yar Lak, Esq.

Dual-Qualified Attorney (Pakistan and New York) | Commercial Transactions | Technology and Data Privacy
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Listening attentively is indeed the first and most crucial step. This means fully absorbing not just the content of their feedback but also the concerns and feelings driving it. Allowing clients to share their thoughts uninterrupted shows respect and an openness to their perspective, laying the groundwork for a more positive interaction. Engage in a reflective dialogue to clarify points of contention, asking insightful questions that encourage deeper exploration of their concerns. This approach not only helps in addressing specific issues but also in reinforcing trust and respect. Subsequently, propose solutions or adjustments that align with the feedback, demonstrating your commitment to a mutually beneficial outcome.

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2 Acknowledge Concerns

Once you've listened to the feedback, acknowledge it. This doesn't mean you have to agree with everything said, but it's crucial to show that you take your client's concerns seriously. A simple "I understand where you're coming from" can go a long way in maintaining a positive negotiation atmosphere. By validating their feelings and concerns, you pave the way for open and effective communication, which is essential for finding a mutually acceptable solution.

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3 Stay Professional

Regardless of the feedback's nature, maintaining professionalism is vital. Keep your emotions in check and respond with poise. If the feedback is particularly harsh or unexpected, it's okay to take a moment before responding to collect your thoughts. Remember, the objective is to negotiate a contract that works for both parties, and losing your cool won't help you achieve that goal. Professionalism will also set the tone for the rest of the negotiation and can influence the final outcome positively.

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Shella Chen-Jones

Contracts Manager at RB Health and Safety Solutions Ltd
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It's important to not take it personally when receiving negative feedback. Ultimately you and your client are representatives of two businesses, and any disagreement/negative feedback should be treated as a professional discussion, not a personal attack. Even if the negotiation fails, it doesn't change the fact that you could still stay in touch and wait for the right opportunity to arise again.

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4 Offer Solutions

After acknowledging the feedback, work towards offering solutions. This shows that you're proactive and committed to finding a middle ground. Suggest alternatives and be willing to compromise on certain aspects if it means advancing towards an agreement. However, ensure that the solutions you propose are in line with your own interests and objectives. It's a balancing act between accommodating the client's needs and protecting your own.

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Shella Chen-Jones

Contracts Manager at RB Health and Safety Solutions Ltd
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Based on experience, if possible it'd be helpful to offer more than one solution in response to client's feedback. The advantages of doing so include: - It shows that you have given the matter a thorough consideration and explored all possible actions - It allows the client at least a couple options to choose from, which could speed up their decision-making process

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5 Seek Clarification

Sometimes negative feedback may be vague or not entirely clear. In such cases, seeking clarification is important to ensure you fully understand the issues at hand. Ask questions that prompt the client to elaborate on their concerns. This can help you gather more information and avoid misunderstandings that could derail the negotiation process. Clear communication is critical in contract negotiations, and clarifying feedback is a part of that.

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Joshua K.

Connecting Businesses with Transformational Leadership Solutions
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In response to negative feedback during contract negotiations, I would adopt a proactive approach aimed at seeking further clarification and understanding from the client. This may involve scheduling a dedicated meeting or discussion to delve deeper into the specific concerns or objections raised. Through active listening and open-ended questioning, I would encourage the client to elucidate their reservations comprehensively, thereby facilitating a clearer understanding of their perspective. Additionally, I would offer reassurance of my commitment to addressing their feedback constructively and collaboratively, fostering an environment conducive to finding mutually beneficial solutions.

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6 Follow Up

Finally, after the negotiation session, follow up with a summary of what was discussed, including the feedback and how you've agreed to address it. This written record not only helps prevent future misunderstandings but also shows your client that you take their input seriously and are committed to honoring the agreements made during negotiation. It's a sign of good faith and professionalism that can strengthen your business relationship.

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Shella Chen-Jones

Contracts Manager at RB Health and Safety Solutions Ltd
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Not only it's important to record the discussion and the final agreed-approach at the time, it's also highly beneficial to diarise a future follow up, allowing time to judge if the solution agreed has addressed the concerns adequately. This double-checking mechanism will be helpful for your own reference too - it's always useful to know that the solution on the book works out in practice.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if clients give negative feedback during contract negotiation?

1

2

3

4

5

6

7

1 Listen Carefully

2 Acknowledge Concerns

3 Stay Professional

4 Offer Solutions

5 Seek Clarification

6 Follow Up

7 Here’s what else to consider

Contract Negotiation

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What do you do if clients give negative feedback during contract negotiation?

1

2

3

4

5

6

7

1 Listen Carefully

2 Acknowledge Concerns

3 Stay Professional

4 Offer Solutions

5 Seek Clarification

6 Follow Up

7 Here’s what else to consider

Contract Negotiation

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